Certain Android devices might have some problems receiving push notifications when the Kayako app is closed. Whether you run into this problem will depend on what device you're using.
To ensure you keep receiving push notifications, you'll need to set your device so that it will auto-start the Kayako app when a new notification arrives.
We've collected some instructions and resources below, to help you troubleshoot this problem.
IMPORTANT NOTE: The exact steps for this process will vary depending on your device model. We recommend using the information here as a starting point. Some Googling with your precise model details should find instructions specific to your device.
Xiaomi
Enable autostart for the Kayako app. Open up Security and click through to Permissions and Autostart. Make sure Kayako is enabled.
NOTE: For more help, refer to this blog post.
OnePlus
Make sure Kayako is in the auto-launch list. Open up Settings and click Apps, the gear icon, and then Apps Auto-launch. Find Kayako in the list and toggle it on to enable autolaunch.
Oppo
Make sure Kayako is on the list of allowed start-up apps. Open Security Center, click Privacy Permissions, then Startup Manager, and then allow Kayako App to start-up in the background.
Vivo
Enable the auto-start setting for the Kayako app. Open i Manager, click App Manager, then Autostart manager, and then allow Kayako App to auto-start in the background.
Lenovo
Enable the auto-start setting for the Kayako app. Open Settings and click Power Manager and then Background app management. Flip the Allow auto-start toggle for the Kayako app.
Huawei
Make sure Kayako is on the list of protected apps. Open System settings, then Advanced Settings, then Battery Manager, and finally Protected apps. Enable the toggle next to Kayako to allow it to keep running even after the screen is turned off.
NOTE: For more help, refer to this blog post.
Samsung
If you're using the Kayako app on a Samsung device, there are a few steps to take:
- Switch off battery optimisation for Kayako. Open Settings, then Apps, then the three dots on the upper right corner, then Special Access, then Optimize battery usage. From here, tap on the dropdown menu that says 'Apps not optimized’, then switch it to all apps and then switch off battery optimisation for the Kayako App.
NOTE: For more help, refer to this blog post. - Exclude the Kayako app from any of the battery optimization features on your device. You'll find these in Settings, then Battery. You'll need to disable battery optimization for the Kayako app, as well as checking to make sure the Restrict background data setting is disabled.
NOTE: For more help, refer to this guide.
Devices using Marshmallow OS or above (Android 6.0+)
If you've tried the relevant options above but the problem still persists, you can also try making sure that the Kayako app is not optimized for Doze feature (battery saving). You can find this setting on most devices by clicking Settings, then Battery, and then Battery Optimization. Make sure Kayako is on the list of apps excluded from optimization.
NOTE: For more help, refer to this Greenbot article.
Neil Mathew